ComplaintsforJPMorgan Chase Bank, National Association

• Initial Complaint

  12/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started a refinancing application with ************************. she collected my information and did not submit it. I spoke with her supervisor who stated she went on vacation. I began a new application paid appraisal fee and was in the process of setting up closing date when the system stated I needed to contact my loan advisor. I called and was told he left the bank. Everything went down hill from there. My loan was declined without reason or notification to me. After several email and phone calls. I was told my loan was declined. I requested an explanation and my Appraisal fee returned and still no refund. I would like a copy of my file and a refund. Loan process began in July of 2021. I was scheduled to close 10/29/2021. Something unknown to me happened first week in November 2021. They refuse to provide me with that information or why the loan advisor I have been working with suddenly left.

  Business response

  12/15/2021

  
  We responded to our customer's concerns in our phone call dated December 14, 2021. To protect our customer's privacy, we are not providing you with details of our resolution. Our customer may use their discretion in sharing our response directly with you.

  Customer response

  12/15/2021

  rejecting the company's response, BB
  Complaint: ****** 
  <
  I am rejecting this response because: I received a general response from JPMorganchase. I advised, I did not received a reason for my loan declined, the ability to correct reason for declined or refund for appraiser's that I paid.
  Regards,
  
  ******** *****

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Chase Mortgage currently holds servicing of my mortgage. I received a tax bill due December 20th, 2021 and they have only paid half this amount due. They are holding money in my escrow account for someone else to earn interest, meanwhile I will be charged 1% delinquency fee due to them not releasing payment. I need my taxes paid according to my servicing contract. Chase Tax team ************

  Business response

  12/20/2021

  We responded to our customer's during our conversation on December 20, 2021. To protect our customer's privacy, we are not providing you any details of our conversation. Our customer may use their discretion in sharing our response directly with you.

  Customer response

  12/21/2021

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I have paid the taxes myself, & will continue to pay them based on Chase's lack of commitment. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Applied to Chase Home Lending for a loan and discussed an interest rate with loan officer. A earnest amount of 500.00 dollars was provided as guarantee of rate. After starting the process, the loan interest rate on the documents did not match the discussed, I was not able to get in contact with loan officer, however was able to speak with assistant, emailed both assistant and loan officer and interest rate was not corrected after multiple attempts. Assistant confirmed that the rate would have to get corrected by loan officer, however loan officer never replied therefore I requested to cancel my loan request, chase did not provide the refund and therefore I have filed this complaint with BBB as well as with the loan officer manager.

  Business response

  12/10/2021

  
  We responded to our customer's concerns in our phone call dated December 9, 2021. To protect our customer's privacy, we are not providing you with details of our resolution. Our customer may use their discretion in sharing our response directly with you.

  Customer response

  12/17/2021

  
  Date: Thu, Dec 16, 2021 at 7:05 PM
  Subject: Re: BBB Complaint ID # ********- JPMorgan Chase Bank, National Association.
  
  BBB Dispute Resolution Team
  BBB Serving Central Ohio
  
  Please find my attached response to Complaint ID # ********- JPMorgan Chase Bank, National Association.

   ******* *****

  ***** ****** *** ****** ** ***** 

  BBB Complaint ID # ********- JPMorgan Chase Bank, National Association.

  Attn. BBB as to BBB's understanding that I had a phone conversation with a JPMorgan Chase representative on 12.9.21, as indicated in the business response is incorrect, The person that called me never spoke with me on 12.9.21 rather left me a phone voice recording stating that Chase would not refund my earnest deposit because of their internal investigation without clearly listening to my side of the story.

  Today 12.16.21 after I submitted a response to BBB stating the facts I did receive a phone call from the Chase complaint office and spoke about the reason why I disagreed with their resolution which does nothing for my refund, Chase has stated that because I signed the proposal it is a done deal in other words and that for future cases they will speak with the loan officer and their manager, very disappointed with their commitment to customer satisfaction hence the loan officer NEVER spoke to me and never corrected the documents as was supposed to.

  I have expressed my discontent and feel that CHASE is clearly ripping me off of my earnest deposit with knowing facts that the loan officer never corrected the documents and had an assistant help but never the loan officer.

  CHASE loan department is clearly inapt in providing CUSTOMER service.

   

  Sincerely,

  ******* *****

  12.16.21

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩